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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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Service Business Model Capability Assessment

In 2011 Cambridge Service Alliance carried out substantial research into understanding Business Models for Service and published the results in From Processes to Promise white paper. This work identified features associated with successful service innovation and underpinning capabilities essential for innovation in service business models. As a result we found out that business model innovation requires:



  • An outcome-based value proposition based on the client’s needs: organisations must provide solutions centred on customers’ desired outcomes, and expand existing services towards more comprehensive offerings.
  • Effective value delivery: Complex value propositions require additional skill sets and cooperation of business partners; service providers who can manage the service ecosystem can also increase profit margins;
  • Accountability spread: Service providers become responsible for increasing levels and types of risk associated with their outcome guarantees. The ability to estimate and manage these risks properly is essential.

Capability Assessment Tool

Based on the research performed in 2011, we have now developed a tool that allows us to test business model capabilities within an organisation, a certain division or even a smaller scale project. 

The tool is excel based questionnaire, which can be used as self-assessment or through more precise interviews. The responded will score each of the detailed questions related to each capability and also estimate the importance of this capability to the business performance. Through this type of process we are then able to draw a spider web as presented on the figure beside. Through this we map the areas of improvement and possible areas of excellence.

Practical relevance

Through our assessment organizations are able to:

  • Identify capabilities for successful business model development
  • Map out areas of expertise and improvement
  • Brainstorm practical steps towards  excellence in service business
  • Compare capabilities found in different business units and projects to the company's overall performance

RSS Feed Latest news

19th IEEE Conference on Business Informatics

Jul 27, 2017

Mohamed Zaki invited to be one of the organizing committee members of '19th IEEE Conference on Business Informatics', held in Thessaloniki, Greece on 24-26 July 2017

Podcast Interview with Deputy Director Dr Mohamed Zaki

Jul 20, 2017

In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new role as Deputy Director, of the Cambridge Service Alliance, University of Cambridge.

Barriers and Facilitators to Incident Reporting in Servitized Manufacturers

Jul 17, 2017

July Paper by Chara Makri, on Barriers and Facilitators to Incident Reporting in Servitized Manufacturers.

Podcast - The Fallacy of the Net Promoter Score

Jul 17, 2017

In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new paper 'The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model'.

Webinar - Business Ecosystems - Classification Model

Jul 10, 2017

10 July 2017 - Business Ecosystems: Towards a Classification Model - Florian Urmetzer

View all news

Upcoming events

Cambridge Service Week 2017 - Academic Conference

Oct 05, 2017

IfM, Cambridge, UK

Cambridge Service Week 2017 - Industry Conference

Oct 10, 2017

Moller Centre, Cambridge, UK

Cambridge Service Week 2017 - Partners Day

Oct 11, 2017

Moller Centre, Cambridge, UK

Shift to Services Executive Education Programme

Nov 15, 2017

IfM, Cambridge, UK

Upcoming events